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Sammyt05
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Message 1 of 11
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Intermittent wifi and other issues they wont resolve

Hi,

I would really love some help right about now. I've been a virgin media customer for years and at the moment I only pay for the M50 broadband package which is costing a fortune on its own. I did have a bundle which consisted of a power broadband, TV and phoneline but as I didnt watch any TV I decided to remove this package and they offered me an upgrade to my broadband instead, this is where the M50 and issues come into it. 

I'm sure since having TV removed and moving to Internet only with the phoneline disconnected has led me to having issues. 

I used to have amazing WiFi which could be used at the bottom of the garden but now even if I go into another room my connection drops out or pages are slow to load. I have put up with it so long I decided to ring virgin up a couple of weeks ago and the person I spoke to was on the phone for at least 10 mins not doing any checks and said the only way I can resolve these issues is to take out a WiFi booster, at a cost of an extra £5 per month and if needed I can get upto 3 all included in that price. The WiFi booster turned up, I have placed it in a prime position left it to do its magic after 24 hours and my son who is more tech savy than me has said that it sometimes works, sometimes doesn't. Left it about a week before I decided to ring again and I was on the phone for quite a while, whilst the other person I spoke to was doing some checks etc and said the only way to fix this was to split my network. Said I can send back the booster if it doesn't continue to work. After I hung up the phone I only had 1 network 2.4ghz as my 5ghz had disappeared into the ether. 

Rang this morning and the 3rd person I spoke to apologised for all the issues I was experiencing and after doing some checks and listening to me said the only way to fix it is to get another WiFi booster at another cost of £5 (£5 for each one apparently) or go to a shop and pay out of my own money another 2 boosters as WiFi isn't guaranteed. She said she was going to credit my account with £25 but that's all she can do. She said that as my hub isn't flagging up any issues on her end and the system is telling her to sell me WiFi boosters but that they are so in demand they have sold out !!! Why should I have to pay extra money when I'm already paying alot of money for my broadband and why am I paying all this money for WiFi that doesn't work!

When I had the full package my router was located at the back of my front room where is has been for years. When I dropped down to just the broadband I had to have an engineer come out to have a look at the router as it just wasn't working. He installed a new coaxial cable and replaced the old diamond cable box that the cable comes through to. I have since moved my router to the front of the house and I am still experiencing these issues just now with a lot of coaxial cable hidden behind my sofa.

I have run the diagnostic tool through the hub this morning and it is saying I have WiFi issues but this isn't coming through their end. I have been getting T3 warning errors and connected to 2.4ghz on some of my devices but the hub settings says 5ghz only? I can't connect all my devices in my home as this will totally kill my WiFi.

I am posting on my phone so I have (hopefully) attached all necessary info from the router that I have seen other people asking for to help. Not sure if the pictures are clear or not so will have to login to my work laptop to upload again if needed.

I need serious help and seriously considering moving to another company as I have received no help and I'm paying money for a service I'm not receiving. As a single parent I cant afford to throw this money away like I have been doing for the past 6-12 months. I am seriously at my wits end with all of this and with the summer holidays coming up and me working from home in order to look after my children will be a nightmare.

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Adduxi
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Message 2 of 11
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Re: Intermittent wifi and other issues they wont resolve

You don't say if the engineer replaced your Hub?  Is it still the old one or a different one.  As for the £5 pm for boosters, you would be better off getting your own outright.

At the end of the day, if you can't get this sorted, it may be worth looking at another ISP as there are some good offers for new customers.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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Sammyt05
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Re: Intermittent wifi and other issues they wont resolve


Network Log

Time Priority Description

27/07/2021 07:08:32noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2021 07:08:21Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2021 05:19:52noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/07/2021 05:19:40Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/07/2021 07:43:39criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/07/2021 06:29:30noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/07/2021 04:37:31ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/07/2021 21:47:18noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/07/2021 02:02:30criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/07/2021 16:07:31ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/07/2021 01:43:21criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
19/07/2021 09:11:47ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/07/2021 08:25:13noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/07/2021 08:20:3criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/07/2021 08:15:53criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/07/2021 08:13:47Warning!Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/07/2021 08:13:43Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/07/2021 08:13:43criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/07/2021 08:13:42Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/07/2021 08:13:42criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Sammyt05
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Message 4 of 11
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Re: Intermittent wifi and other issues they wont resolve

Hi,

The hub I have is a Hub 3 and I have had this hub for a good number of years - maybe at least 4? The person I spoke to on the phone today said they won't replace or look at my hub because their are no errors flagging on the system their end and that it keeps telling them to offer me additional boosters.

I am seriously considering looking at a new ISP as I am paying £54 per month for internet that doesn't work and they have already gotten me paying £5 extra (included in the price I stated) but why am I paying this amount for the internet for them to turn around and say they aren't going to do anything or that I can pay £5 for each wifi booster and then pay out of my own money for additional boosters that when you read the intelligent wifi booster paperwork when installing they ask you to remove all other extenders?

My pictures aren't uploading so I have added the network log in another message. I am trying to add other info but it won't allow me to at the moment.

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Sammyt05
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Re: Intermittent wifi and other issues they wont resolve

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)
139000000
Locked
Ranged Upstream Channel (Hz)
46200000
Locked
Provisioning State
Online

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

11390000001140256 qam1
21470000001140256 qam2
31550000001140256 qam3
416300000010.840256 qam4
517100000010.840256 qam5
617900000010.540256 qam6
718700000010.640256 qam7
819500000010.340256 qam8
92030000009.840256 qam9
102110000009.840256 qam10
112190000009.540256 qam11
122270000009.340256 qam12
132350000008.840256 qam13
142430000008.840256 qam14
152510000008.640256 qam15
162590000008.940256 qam16
172670000008.840256 qam17
182750000008.940256 qam18
192830000009.140256 qam19
202910000009.540256 qam20
212990000009.540256 qam21
223070000009.440256 qam22
233150000008.940256 qam23
243230000008.540256 qam24



Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1Locked40.3120
2Locked40.3140
3Locked40.9240
4Locked40.9340
5Locked40.3140
6Locked40.9220
7Locked40.3150
8Locked40.350
9Locked40.9280
10Locked40.9130
11Locked40.3150
12Locked40.3190
13Locked40.9300
14Locked40.9350
15Locked40.3280
16Locked40.3230
17Locked40.3210
18Locked40.9200
19Locked40.3230
20Locked40.3120
21Locked40.3120
22Locked40.3150
23Locked40.3120
24Locked40.3140
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Sammyt05
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Re: Intermittent wifi and other issues they wont resolve

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

14620000041.3512064 qam1
23940000041512064 qam2
33260000041512064 qam3
42580016740.8512064 qam4



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

General Configuration

Network access
Allowed
Maximum Number of CPEs
1
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
Config file
cmreg-vmdg505-bbt062-b.cm



Primary Downstream Service Flow

SFID9446
Max Traffic Rate402500089
Max Traffic Burst42600
Min Traffic Rate0



Primary Upstream Service Flow

SFID9445
Max Traffic Rate38500089
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst42600
Scheduling TypeBestEffort
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Alex_RM
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Message 7 of 11
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Helpful Answer

Re: Intermittent wifi and other issues they wont resolve

Hi Sammyt05,

 

Thanks for posting and sorry to hear you've had some connection issues.

 

I've been able to locate your account using your forum details and can see you have spoke with an regarding this and we've advised what options you have.

 

I have however run through some diagnostics and your hub is showing to have some levels out of specification.

 

I'd like to arrange an engineer to take a closer look, but I'll need a few details from you first. I've sent you over a private message for this (purple envelope, top right hand corner)

 

Alex_Rm

 

Alex_RM
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Re: Intermittent wifi and other issues they wont resolve

Thanks for sending those details over Sammyt05,

 

I've arranged a technician for you now, you can view the time and date of your appointment via your online account here

 

Alex_Rm

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Sammyt05
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Message 9 of 11
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Re: Intermittent wifi and other issues they wont resolve

Hi Alex,

I have replied back to your private message.

Everytime I have contacted someone in customer service they have said multiple times they cannot see any issues with my hub.

I have been advised about my options and they are only to purchase another WiFi booster from yourselves or purchase additional boosters from another company to increase the signal. As I said in my original post, I shouldn't have to purchase additional equipment when I am already a lot for the M50 but now they are saying they cannot guarantee WiFi signal. I signed up to be a customer because of your advertised speeds and didn't have any issue until I removed the TV, phoneline and upgraded to the M50 on its own.

I know it's not specifically your problem but this is very frustrating for me.

Thanks again 

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Sammyt05
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Message 10 of 11
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Re: Intermittent wifi and other issues they wont resolve

Thanks Alex although that link doesn't work, there seems to be an issue which says 'the boffins are working on it'.

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